Your feedback is important in helping us plan for the future and continually improve our services, so please do tell us how we can do things better, or if we are doing something well. This will help us to understand what is important for you as a patient, carer or relative and we are grateful for you taking the time to contact us. You can also submit feedback on this website.
What to do when things don’t go to plan
We also appreciate that things don’t always go to plan and want to work with you to resolve any problems you may experience. Many enquiries and complaints can be looked into and resolved quickly by discussing them directly with the person who is providing your care, or the Communications & Patient Liaison Officer. This is best done at the time you became aware of the problem, so that the people responsible for providing the service can help solve the matter for you straight away.
If you have a complaint about the practice, you can request a complaints & comments form to complete, or contact us in writing or by email.
Communications & Patient Liaison Officer
Southsea Medical Centre
Carlisle Road
Southsea
Hampshire
PO5 1AT
email hiowicb-p.patientexperience@nhs.net
Telephone: 023 9285 1199
It would be helpful if you could provide us with:-
- Your full name and contact details (including telephone number & email address)
- The patient’s full name & date of birth (if you are complaining on behalf of someone else, we will need signed consent* from the patient indicating they agree to you acting on their behalf)
- The name or job title of any member of Staff involved, or which service ie: admin, quality of care, operational (eg: telephones, webpage, access)
- The date and time of the incident
- The reason for your complaint – describe in one or two sentences the issues that led to this complaint; this will help us understand the key problems you have experienced
- The outcome you seek (Common outcomes that help us improve our service include training, improved communication, looking at ways to work differently or by simply apologising where your experience has not been as you wished)
* a consent form for the patient you are representing can be requested from a Care Navigator
Alternatively, you may wish to give details to a Care Navigator who will forward your information and complaint details to our Communications & Patient Liaison Officer.
Please be assured that your complaint is very important to us and we will answer your concerns as soon as possible.
We will send a formal acknowledgement and explain our processes to you. We aim to do this within three working days, however at busy times this may take longer.
We will do our best to keep complainants informed where timescales need to be extended. We will endeavour to respond to your complaint within 20 working days.
Alternatively, you can contact the South East Complaints Hub who are responsible for handling complaints about GPs, dentists, pharmacists/pharmacies and optometrists/opticians within South East England. The contact details are:
South East Complaints Hub
NHS Frimley ICB
King Edward VII Hospital
St Leonards Road
Windsor
SL4 3DP
Phone number: 0300 561 0290
Email address: Frimleyicb.southeastcomplaints@nhs.net
Website: https://www.frimley.icb.nhs.uk/contact-us/complaints-and-compliments
